As I said, if a casino offers a feature and then fails to make good on their promise then that is simply bad customer service, however people need to always be responsible for their mistakes and recognize that if they had not gotten addicted to gambling then they will be addicted to something else, so they need to improve themselves to the point they can beat their gambling addiction.
You are right that we are eager to blame someone else instead of searching our fault. But regarding gambling we always cant think that. For example if I placea bet and loss that is my fault. But if I have enough fund but cant withdraw or cant place bet then that is their fault. If any gambling site of cashback policy then they have to kept their promise. Regarding this case it was clearly said that the user has been banned then how the user can deposit and place bet. Don't you think it is fault of the site or the person who has made sure that the account has been banned?
That's the case, the topic starter has placed some bets and lost his/her money. And yes, this is also the fault of the gambling site, their mistake of promising something they can't afford to do (or they can't do for whatever reasons). All employees (whatever position they hold) are company's representatives. If I buy something in an online store, for instance, and they say the goods or services will be delivered in time, and if they are not delivered in time, I have the right to be remunerated for this mistake of them. I think Stake should try to fix it with the guy not because they allowed him/her to play, but because this is a good lesson for them to train their staff not to give promises they can't keep at all!
However, on the casino's place, I would not give this remuneration directly in cash, I would pay it as the first payment in a clinic where the guy is going to have gambling related treatment. This would be fair, I think.
